|
The Valuation Office Agency has announced a series of measures to improve its service to customers and take account of an expected reduction in the level of government funding. The plans include more centralisation of routine processing functions; better management of data; a reduction in the space the Agency occupies through digitisation of records; and, the introduction of more flexible ways of working for staff supported by enhanced technology.
As part of this package of working more efficiently in the future, the Agency is currently consulting with its staff on proposals to close offices in Chester, Durham, Harrogate, Kidderminster, Newport and Stockport. In addition, following consultation, it proposes to move out of its head office in Carey Street, central London.*
Customers are migrating to different channels of communication - customer use of telephone, email and the Agency’s website is becoming more common. And where face-to-face contact is needed, the Agency’s staff usually meet at people’s own properties. Coupled with the development of technology to allow staff to work from or at home, rather than being mainly office-based, means that service to the customer can be maintained right across the country from fewer sites. This also helps reduce travelling and subsistence costs and the Agency’s carbon footprint.
The VOA is making it easier for customers to contact them through a range of channels, and are minimising the burden on taxpayers and ratepayers to provide data, by obtaining information from other sources wherever possible.
As a result of the changes and adopting new ways of working, the Agency believes its customers will see a continuation of improvements in the service it provides.
19 November 2007
*Update 29 July 2008 - Following conclusion of the consultation process, Chester and Stockport offices will close and the Agency will move out of its head office in Carey Street, Central London. The Agency will have a smaller presence at Durham, Harrogate, Kidderminster and Newport either remaining in existing offices, or new offices within the same town.
|
